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Jacob_Rose
Cosmic Ray

Fingerprint scanner

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Hello I've been having an issue with my phone. The phone automatically turns off while its locked during sleep, I've tested it many times and when I turn off the fingerprint biometrics unlock the problem goes away but as soon as I turn it back on it begins once more. I've read a couple articles and it seems some people are having the same problem. This is extremely annoying because I love the fingerprint scanner and it's convenience. I would love to get this sorted out please anyone I would love some help

 

1 SOLUTION

Accepted Solutions
Black Hole

Re: Fingerprint scanner

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Try enabling Always On and see if that resolves your symptoms.

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14 REPLIES 14
Black Hole

Re: Fingerprint scanner

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Can I get the full model number of your device? 

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Jacob_Rose
Cosmic Ray

Re: Fingerprint scanner

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Sorry for the late response, sm-g965u

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Samsung Moderator
Samsung Moderator

Re: Fingerprint scanner

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Does this occur with the device in safe mode?

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Jacob_Rose
Cosmic Ray

Re: Fingerprint scanner

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Yes 

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Samsung Moderator
Samsung Moderator

Re: Fingerprint scanner

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Hey, sorry you are experiencing an issue with your fingerprint scanner. Try the following steps. Let us know if this helps. 

 

Fingerprint Scanner Not Working:

Perform the following:

  • Settings
  • Apps
  • 3 Vertical Dots at the top right corner
  • Show System Apps
  • Fingerprint
  • Force Stop
  • Clear Cache
  • Clear Data
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Jacob_Rose
Cosmic Ray

Re: Fingerprint scanner

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The problem still persists 

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Black Hole

Re: Fingerprint scanner

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Just to confirm, do you have Always On Display enabled or Block Accidental Touches enabled? Also, can you tell me what you have your screen timeout set to?

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Jacob_Rose
Cosmic Ray

Re: Fingerprint scanner

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Block accidental touches is enabled while always on is not. My screen times out after 2 minutes. 

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Black Hole

Re: Fingerprint scanner

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Try enabling Always On and see if that resolves your symptoms.

View solution in original post

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